How much does Level AI cost?

Pricing is by quote through a demo; no public price list for AI Virtual Agents, AI Workers or the Latitude platform.

Does Level AI have SOC 2, SSO and role based access control?

Full under the Agentic Index verification standard. Level AI publishes public evidence of enterprise security and identity controls, covering a compliance posture such as SOC 2 or ISO 27001, single sign on (SSO or SAML), and role based access control (RBAC). Evidence basis: Compliance covers ISO 27001, a SOC 2 Type II audit across security, availability and confidentiality, PCI controls for cardholder data, HIPAA with a BAA and GDPR with a DPA and SCCs, with reports in a trust center. Access runs on SSO, FIDO2. Graded from public evidence only against the Agentic Index 14 point capability taxonomy. No vendor pays for placement.

Does Level AI give you tracing and observability into agent runs?

Full under the Agentic Index verification standard. Level AI publishes public evidence of tracing, observability and audit logging into agent runs, so a team can see what an agent did and why. Evidence basis: Every AI assisted decision is logged with its full context and can be queried for regulatory audits and legal discovery, each output keeps a reviewable trail tied to the interaction signals and reasoning behind it, and the platform keeps im. Graded from public evidence only against the Agentic Index 14 point capability taxonomy. No vendor pays for placement.

Can Level AI be self hosted or run in a private VPC?

Partial under the Agentic Index verification standard. Level AI publishes some public evidence on deployment and data residency, but narrower than a documented self hosted or private VPC option. Evidence basis: The platform runs on Level AI's own GPU infrastructure inside a private GCP VPC with multi zone failover, a recovery time under four hours and a recovery point under one hour, and the platform page says it is built to run inside the enterpr. Graded from public evidence only against the Agentic Index 14 point capability taxonomy. No vendor pays for placement.

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Level AI

Q: Who is Level AI for?

banks and credit unions automating member service, healthcare providers handling scheduling, refills and records requests, retail, ecommerce and travel brands automating orders, returns and rebookings, enterprise contact centers already using Level AI QA and analytics, BPOs and collections teams running outbound campaigns

Also known as: thelevel.ai, Level AI Virtual Agent, Level AI Latitude

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Customer support agentindependentVerified 2026-10-18

Entry priceContact salesFull pricing detail

Level AI's AI Virtual Agents handle voice and chat contacts end to end for banks, credit unions, healthcare, retail and travel brands, verifying identity, freezing cards, reversing fees, rebooking trips and managing appointments, and they are built from the conversations of a company's best human agents. Every virtual agent conversation is scored against the same QA rubrics as the human team on Level AI Latitude, its own stack of seven CX models.

Level AI, founded by chief executive Ashish Nagar and CTO Sumeet Khullar and backed by Battery Ventures, Adams Street Partners, Eniac Ventures and Village Global, built its business on contact center QA, agent assist, coaching and voice of the customer analytics. Those products are context here; the subject is the AI Virtual Agent line, with AI Workers for internal CX analysis beside it.

Virtual agents answer and place calls and chats in more than 50 languages on Level AI's own voice stack, with sub two second latency, proprietary telephony control and frame by frame streaming. Teams mine their interaction data for automation opportunities, map how top agents resolve them, and build agents in one builder that combines agentic execution with deterministic workflows for policy, authentication and edge cases.

A library of more than 60 approved use cases covers multifactor verification by SMS code, step up checks before wire transfers, travel notices, card freezes and reissue, bill pay setup, fee reversals, loan status, fraud dispute intake, appointment scheduling, prescription refills and order, return and rebooking flows. Outbound outreach runs in bulk on a schedule or fires instantly on an event, leaving a voicemail when a machine answers. Every virtual agent conversation is scored against the same QA rubrics as human agents, and a human and AI learning loop retrains agents from top performers' behavior. AI Workers, scoped to single CX functions, research, analyze and build coaching plans across a company's conversation data with an orchestrator, MCP connections and evals on every answer.

Pricing is by quote only. The platform runs on Level AI's own GPU infrastructure inside a private GCP VPC and across cloud and VPC surfaces, with SOC 2 Type II, ISO 27001, PCI, HIPAA with a BAA and healthcare security assurance, plus SSO, FIDO2 multifactor authentication, SCIM provisioning, least privilege roles, immutable audit logs and per class retention. Sensitive data is redacted before any AI processing, and every AI assisted decision is logged for audit.

Level AI fits regulated enterprise contact centers in banking, credit unions, healthcare and insurance that already run its QA and want virtual agents measured on the same standard as their people. It fits less well for teams that want self serve setup, published pricing, a public API, or a choice of language model.

Vendor details

Canonical URL

https://thelevel.ai

Subcategory

Voice and chat virtual agents for regulated enterprise contact centers, built from top agent behavior and scored by the same QA as human agents

Funding status

Venture backed by Battery Ventures, Adams Street Partners, Village Global, Eniac Ventures, StartX and Cross Creek; founded by Ashish Nagar (CEO) and Sumeet Khullar (CTO).

Company status

independent

Use cases & customers

Primary use cases

verifying callers and handling card freezes, travel notices and fee reversalsscheduling appointments and routing prescription refillsorder status, returns, rebookings and cancellations by voice and chatscheduled and event driven outbound calls and collections outreachscoring virtual agent conversations with the same QA as human agents

Target customers

banks and credit unions automating member servicehealthcare providers handling scheduling, refills and records requestsretail, ecommerce and travel brands automating orders, returns and rebookingsenterprise contact centers already using Level AI QA and analyticsBPOs and collections teams running outbound campaigns

Deployment options

Level AI cloud on its own GPU infrastructure in a private GCP VPCRuns across cloud and VPC surfacesLayered onto existing telephony such as Five9, Genesys, Amazon Connect, Talkdesk, NICE and Twilio

Integrations

Telephony and CCaaS (Five9, Genesys, Amazon Connect, Talkdesk, NICE, Twilio, Vonage, Dialpad, UJET, LivePerson); support and CRM (Salesforce, Zendesk, Kustomer, Freshworks, Gladly, Gorgias, Intercom, Sprinklr, Front, HappyFox); knowledge systems (Confluence, SharePoint, Google Drive, Notion, Guru, Help Juice); identity (Okta with SCIM, Azure, OneLogin, Auth0, JumpCloud, Google SSO); data exports to Snowflake, S3 and SFTP; Slack and Microsoft Teams; MCP connections for AI Workers.

In practice

A credit union routes lost card calls to a virtual agent that verifies the member with an SMS code, freezes the card, orders a replacement and scores the call against the same rubric used for its human team.

A health system lets its virtual agent manage appointment slots in the provider schedule and route refill requests to the pharmacy, escalating clinical questions to staff.

A leasing company runs event driven outbound collection calls that start a conversation when a person answers and leave a personalized message when a machine picks up.

Sources & related URLs

Related / legacy domains

https://thelevel.ai/product/ai-virtual-agent https://thelevel.ai/virtual-agent-explorer https://thelevel.ai/product/one-ai-platform https://thelevel.ai/security

Research sources

https://thelevel.ai/sitemap.xml https://thelevel.ai/product/ai-virtual-agent https://thelevel.ai/product/va-product-ai-virtual-agent https://thelevel.ai/virtual-agent-explorer https://thelevel.ai/product/ai-workers https://thelevel.ai/product/one-ai-platform https://thelevel.ai/security https://thelevel.ai/integrations https://thelevel.ai/about-us

Agentic Index coverage score

9.5 / 14 capabilities · 68%

Integrations & Tool Calling	Full
Virtual agents complete transactions in the systems behind a contact center: verifying members by SMS code, freezing compromised cards and ordering replacements, adding bill pay payees, reversing overdraft fees, logging travel notices, checking loan status with underwriting platforms, booking into provider schedules and routing refills to pharmacy portals, across a library of more than 60 use cases. How each connection is built is not public; the integrations catalogue covers CCaaS, CRM, helpdesk, knowledge and identity systems, and AI Workers reach third party systems through MCP. Sourcethelevel.ai/virtual-agent-explorerread 2026-10-18
Workflow Orchestration	Full
One builder combines agentic execution with deterministic workflows, so a virtual agent can hold a natural conversation while fixed steps enforce policy, authentication and edge case handling, such as a step up check before a wire transfer. Latitude adds an orchestration and control layer for routing and governance in production, and for complex AI Worker tasks a lead orchestrator splits the work across parallel agents and combines what they find. Sourcethelevel.ai/product/va-product-ai-virtual-agentread 2026-10-18
Knowledge Grounding & RAG	Partial
Knowledge systems such as Confluence, SharePoint, Google Drive, Notion, Guru and Help Juice connect to the platform, customers keep control over the content agents treat as the source of truth, and agents are trained on how the company's best agents resolve each contact type. How that knowledge is indexed and kept current for virtual agents, and whether it forms a searchable store of its own, is not described. Sourcethelevel.ai/integrationsread 2026-10-18
Human Oversight & Guardrails	Partial
A control layer handles routing, guardrails and governance in production, with automatic, human review and escalate routes side by side and corrections routed through review before they shape future behavior. Deterministic workflow steps enforce policy and identity checks inside agent conversations, and calls can escalate to human agents. No step is described that holds a virtual agent's transaction for a person to approve before it runs. Sourcethelevel.ai/product/one-ai-platformread 2026-10-18
Security, Identity & Governance	Full
Compliance covers ISO 27001, a SOC 2 Type II audit across security, availability and confidentiality, PCI controls for cardholder data, HIPAA with a BAA and GDPR with a DPA and SCCs, with reports in a trust center. Access runs on SSO, FIDO2 phishing resistant multifactor authentication, SCIM provisioning and least privilege role based access with quarterly reviews. Names, card numbers and Social Security numbers are redacted before any AI processing, and third party AI providers are barred by contract from training on customer data. Sourcethelevel.ai/securityread 2026-10-18
Observability & Auditability	Full
Every AI assisted decision is logged with its full context and can be queried for regulatory audits and legal discovery, each output keeps a reviewable trail tied to the interaction signals and reasoning behind it, and the platform keeps immutable audit logs. Virtual agent conversations flow into the same analytics, voice of the customer and QA views as human contacts, so supervisors see how each one went. Sourcethelevel.ai/securityread 2026-10-18
Memory & State Persistence	Partial
Agents keep context through a conversation, and the Connected Intelligence Layer gives Level AI's products a view of who the customer is from the CRM, past interactions, call outcomes and sentiment. That context comes from the customer's records and conversation history rather than a memory the agent writes and reads back, and the platform keeps no tenant's context in shared model state. Sourcethelevel.ai/product/ai-workersread 2026-10-18
Deployment & Data Residency	Partial
The platform runs on Level AI's own GPU infrastructure inside a private GCP VPC with multi zone failover, a recovery time under four hours and a recovery point under one hour, and the platform page says it is built to run inside the enterprise across cloud and VPC surfaces without rework. Which customer environments, clouds or regions are on offer is not named, and retention periods are set per data class. Sourcethelevel.ai/product/one-ai-platformread 2026-10-18
Prebuilt Agents / Templates / Packs	Full
A virtual agent library offers more than 60 approved use cases grouped by industry, from member identity checks, card controls and wire tracking in banking to appointment management, referrals and refills in healthcare and orders, returns and rebookings in retail and travel. Prebuilt AI Workers cover research with quoted evidence, quantitative conversation analysis, coaching plans, product feedback, screen activity review and CSAT drivers, and teams can build their own. Sourcethelevel.ai/virtual-agent-explorerread 2026-10-18
Triggers & Channel Coverage	Full
Virtual agents take inbound voice and chat contacts in more than 50 languages on top of the telephony and chat systems a contact center already runs, including Five9, Genesys, Amazon Connect, Talkdesk, NICE, Twilio and LivePerson. Outbound outreach can be scheduled in bulk or triggered instantly by an event, opening a conversation when a person answers or leaving a personalized voicemail when a machine does. Sourcethelevel.ai/product/ai-virtual-agentread 2026-10-18
Model Flexibility & Routing	Partial
Level AI Latitude runs seven proprietary fine tuned models for speech recognition, redaction, intent understanding, insight extraction, inferred CSAT, QA scoring and contact classification on the company's own GPU hardware, with optimized routing across specialized models and third party AI providers held to no training terms. Customers do not choose or swap the models behind their agents. Sourcethelevel.ai/product/one-ai-platformread 2026-10-18
APIs / SDKs / MCP Extensibility	Not documented
No public API reference, SDK or platform MCP server is offered for building or driving virtual agents from outside, and agents are configured in Level AI's own builder with its implementation team. Data leaves the platform through Snowflake, S3 bucket and SFTP connections, and the MCP connections AI Workers use point outward to Level AI data and third party systems rather than exposing the platform to other tools. Sourcethelevel.ai/integrationsread 2026-10-18
Testing, Debugging & Optimization	Full
Every virtual agent conversation is scored against the same QA rubrics and benchmarks as the human team, covering accuracy, resolution quality and brand compliance, and a human and AI learning loop retrains agents on top performers' behavior. Latitude ships evaluations and feedback loops with QA models recalibrated monthly against human QA leads, and AI Worker answers are scored by evals before they reach the user. Sourcethelevel.ai/product/ai-virtual-agentread 2026-10-18
Browser / Computer-use	Not documented
Virtual agents work over voice and chat and complete transactions through connected systems; nothing in the product drives a browser or desktop for them. Agent screen recording captures what human agents do on their own desktops for QA, and an AI Worker reviews that recorded activity, which is analysis of people's screens rather than the AI operating one. Sourcethelevel.ai/product/ai-workersread 2026-10-18

The Agentic Index coverage score grades every vendor Full, Partial or Not documented against the same 14 buyer facing capabilities, from public evidence only. Each capability links to how all vendors in the index score on it. How this evidence is graded

Pricing

Contact sales

Enterprise contract by quote

What is public

Product scope only; no prices.

Billing mechanics

Enterprise contract arranged through a demo.

Cost watchouts

Virtual agents build on Level AI's QA and analytics data, so value may depend on also licensing those products.

Variable cost rationale

No unit of billing is public, so it is not possible to say how cost moves with contact volume.

Additional watchouts

No self serve path to try a virtual agent.

Sales call required

Yes, required for paid access

Free / trial

No free tier or self serve trial; demo on request

Lowest paid plan

No public plan; AI Virtual Agents are sold through a demo and quote

Commercial notes

Sold alongside Level AI's QA, agent assist, coaching and voice of the customer products.

Key ambiguities

The billing unit for virtual agents (per contact, per minute or platform license) is not public.

Support SLA / resale

Implementation, development and customer success teams support launches, and a channel program covers system integrators, ISVs and cloud distributors.

Missing data

All pricing, the billing unit and contract terms.

Agentic Index verified 2026-10-18

Official pricing page

Data confidence: medium